Live Chat Support Agent

About the role

In this hourly, fully remote role, you will be the friendly, knowledgeable voice behind the chat window, helping customers resolve questions, troubleshoot issues, and get the most out of the products and services they rely on every day. Day to day, you will juggle multiple live chat conversations at once, moving quickly between topics while keeping every response warm and accurate. The best fit for this role enjoys writing, stays calm when things get busy, and takes real pride in turning a frustrated customer into a satisfied one before the conversation ends.

Responsibilities

• Respond to multiple live chat conversations simultaneously with speed and accuracy
• Troubleshoot customer questions about products, orders, billing, and account issues
• Document every interaction clearly in the CRM or helpdesk system
• Escalate complex or unresolved issues to the appropriate team or tier
• Follow brand voice and tone guidelines in every customer interaction
• Meet individual and team metrics for response time, resolution rate, and customer satisfaction
• Stay current on product updates, promotions, and policy changes
• Identify recurring customer pain points and report trends to management
• Provide basic technical support and walk customers through step-by-step solutions
• Collaborate with teammates during peak volume to keep queue times low

Requirements

• High school diploma or equivalent required
• Prior experience in customer service, retail, or a call center environment preferred
• Excellent written communication skills with strong grammar and spelling
• Ability to type at least 40 words per minute
• Comfortable managing 3 or more live chat conversations at once
• Reliable high-speed internet connection and a quiet home workspace
• Basic computer proficiency including CRM, helpdesk, or chat software
• Ability to work a set shift schedule including some evenings or weekends
• Strong problem-solving skills and a calm, patient demeanor under pressure